About the Role
At Keeta, we’re building next-generation service experiences for the food delivery industry. We’re looking for a Customer Service Process & Innovation Manager to own and scale customer service tools, processes, and service journeys across users, merchants, and riders.
This role focuses on designing end-to-end service operations—from AI-powered customer service tools to human support workflows—while ensuring frontline teams can resolve issues quickly, consistently, and at scale. You’ll play a key role in localizing service experiences for the Brazilian market and driving continuous improvement through data and customer insights.
What You’ll Do
* Own Customer Service Tools & Rules
* Define and optimize service rules and operational standards across users, merchants, and riders.
* Manage and continuously improve customer service tools, ensuring they support fair, efficient, and scalable service delivery.
* Design End-to-End Service Journeys
* Build and optimize the full service journey from AI self-service to manual customer support, including routing logic, service layering, escalation paths, and risk control.
* Ensure service flows are clear, efficient, and easy to operate for frontline agents.
* Localize for the Brazil Market
* Design takeaway service scenarios aligned with Brazilian customer habits, behaviors, and expectations.
* Develop localized service processes, solutions, and customer communication strategies.
* Enable Frontline Teams
* Translate complex service logic into simple, standardized workflows for customer service agents.
* Continuously optimize processes to improve resolution efficiency and first-contact resolution.
* Data-Driven Optimization
* Analyze service data, tool performance, and customer feedback to identify pain points and root causes.
* Partner with business and product teams to drive improvements that reduce issue recurrence and service costs.
* Cross-Functional Collaboration
* Support complex service operations with a frontline team of approximately 40 agents.
* Work closely with product, operations, and business teams to co-create and optimize service strategies.
What We’re Looking For
* Experience in the food delivery, on-demand, or marketplace industry.
* Strong understanding of customer service tools, service rules, and operational logic for users, merchants, and riders.
* Proven experience in service process design and end-to-end service journey management.
* Strong analytical skills with the ability to turn data into actionable insights.
* Clear, structured thinker with strong communication and stakeholder management skills.
* Customer-first mindset with a strong sense of ownership.
* Practical, detail-oriented, and comfortable working in fast-paced environments.
* Experience with the Brazilian market is required.
* Experience supporting or managing frontline customer service teams is a plus.
Why Join Keeta
* Own and scale customer service tools and operations in a high-growth food delivery business.
* Deeply influence service experience and operational strategy.
* Collaborate in a fast-moving, tech-driven, and international environment.
* Learn and grow through cross-functional and cross-cultural collaboration.